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By Peter Wilkinson on July 28, 2012
We are entering an era when people are gaining courage/enthusiasm to post customer reviews – mostly negative – on public sites or forums. It’s causing massive anxiety within companies. Turning this negative into a positive is hard. In the below insightful WSJ article, up to “24% of small and midsize businesses in the U.S. currently [...]
By Cameron Blair on July 16, 2012
McDonald’s recently published a Twitter campaign with #meetthefarmers as the hashtag. It went well. Then they added two tweets with a hashtag, #McDStories, which begged a more cynical audience. As a result, McDonalds started getting hammered with negatives. Acting quickly, McDonalds removed #McDStories, but kept #MeetTheFarmers.The change in the tone of tweet responses was instant [...]